Career History
November 2011 to Present
Hewlett-Packard Technology Services Account Delivery Manager responsible for the delivery of HP desk side support services for over 15,000 users and 25,000 client devices at Alberta Health Services (Edmonton Zone).
October 2007 to October 2011
Channel Services Sales Specialist for Western Canada, working with channel partners in Western Canada to increase the sale of HP Technology Services, with an annual sales target of greater than 12M$ (Canadian).
2001 To October 2007
Hewlett-Packard (Canada) HP Services Delivery Operations
Area Manager
Western Canada & Mission Critical Services
I was responsible for Hewlett-Packard’s Western Canadian Foundation Services (Customer Support) organization and HP’s Canadian Mission Critical Services organization. This team provides reactive and proactive support to customers with medium- to enterprise-class computing systems. I was responsible for customer satisfaction in all business segments, from consumer through enterprise. At the time, the team was comprised of 7 managers and approximately 115 individual contributors. Major areas of responsibility included:
Total Customer Experience: meeting or exceeding customer satisfactioion goals and creating loyal customers,
Operational excellence: meeting or exceeding customer obligations annd internal productivity goals,
Problem escalation management: ensuring that all HP’s resources wwere brought to bear on complex or extended problems, including communicating action plans and progress to various levels of management,
Team development: ensuring that the team was able to support current aand changing product sets and customer requirements,
Expense management: managing an annual expense budget of
approximately 12M$ and
Supporting achievement of revenue goals: working with HP’s Sales Teams to
develop service solutions to achieve customer’s reliability and availability
objectives.
February 1997 To 2000
Compaq Can